Supervisor - Call Center Operations

Wynnalmarjanisland; Ras Al Khaimah; On-site; AED 167,400 - 223,200; Full time

Benefits offered by this job

Attractive salary

Paid healthcare package

Excellent leave policy

Job summary

Wynn Al Marjan Island in Ras al-Khaimah is seeking a Supervisor for Call Center Operations to lead training and quality management initiatives. This role involves supervising a team to enhance service delivery and ensure operational excellence.

The ideal candidate should have a Bachelor's degree, 2-4 years of call center experience, strong coaching skills, and the ability to work effectively in a fast-paced environment. A comprehensive benefits package is offered, including competitive salary and healthcare.

Qualifications

• 2–4 years of call center experience with team handling exposure.
• Experience in quality auditing and performance coaching preferred.
• Strong understanding of service quality metrics.

Responsibilities

• Drive structured training delivery for new hires.
• Supervise and support a team of agents.
• Monitor key metrics including SLA and AHT.

Skills

Strong facilitation skills

Coaching and development skills

Excellent communication

Understanding of call center operations

Education

Bachelor’s degree or equivalent experience

Job description

About the Position

Wynn Al Marjan Island is currently seeking a Supervisor – Call Canter Operations to join the resort’s Call Canter Operations team.

The primary duties and responsibilities of this role are:

Operational Training and Upskilling

Drive structured training delivery for new hires, refreshers

Ensure structured training includes upselling techniques, product positioning, and value-based selling aligned with reservation channels

Ensure team readiness across all channels (calls, email, chat, digital platforms)

Lead multi-skilling initiatives to enable flexibility across functions

Maintain and track certification standards for all team members

Ensure agents are fully equipped with product, system, and process knowledge

Ensure agents are trained to identify guest needs and convert opportunities across Rooms, Restaurants, and Theatre reservations

Supervise and support a team of agents with a strong focus on capability development

Conduct structured coaching sessions based on quality audits and performance gaps

Provide actionable, skills-based feedback to improve service delivery

Develop individualized improvement plans with clear follow-up

Quality & Coaching

Include upselling and personalization effectiveness within quality audits across all channels

Assess how well agents identify opportunities and recommend relevant products/services aligned to guest needs

Provide coaching on improving conversion through personalization, without compromising luxury service standards

Identify trends from quality audits and drive targeted coaching interventions

Partner with leadership to calibrate quality standards and expectations

Performance Management

Monitor key metrics including SLA, AHT, quality scores, and productivity

Track and monitor commercial performance related to reservation channels, including upselling effectiveness and conversion quality

Identify performance gaps linked to skill deficiencies and address through coaching/training

Identify gaps in revenue opportunities (missed upsell, incorrect positioning, low conversion) and address through coaching and training

Drive balance between service quality and commercial outcomes aligned with brand standards (no hard selling, ethical practices)

Drive consistency in team performance through structured development plans

Support achievement of operational targets through capability building

Knowledge Management

Ensure accuracy, consistency, and accessibility of knowledge base content

Ensure knowledge base includes clear guidance on products, offers, and positioning to support effective upselling and conversion

Act as a point of contact for process clarifications and updates

Drive knowledge-sharing practices within the team

Ensure updates are communicated and embedded effectively across the team

Guest Experience & Quality

Ensure all guest communication reflects consistency, professionalism, and brand standards

Drive quality-first mindset across all interactions

Support resolution of escalations with focus on service recovery and learning opportunities

Process Adherence & Improvement

Ensure compliance with SOPs, processes, and service standards

Identify process gaps impacting quality or efficiency

Support implementation of improvements with focus on operational effectiveness and consistency

Accountability

Support frontline operations by actively assisting with call handling during peak periods while managing multi-tasking across team priorities

Drive team ability to multi-task effectively across operational demands and multi-skill across functions, ensuring certification completion, capability development, and readiness

Track and report

Upsell conversion trends

Revenue opportunity gaps

Channel-wise performance (Rooms vs Restaurants vs Theatre)

Share insights with Assistant Manager to support commercial strategy and training focus

About You

The ideal candidate for this position will have the following experience and qualifications:

Bachelor’s degree or equivalent experience

2–4 years of call center experience with team handling exposure

Strong facilitation, coaching, and development skills

Experience in quality auditing and performance coaching preferred

Exposure to knowledge management or content governance is an advantage

Strong understanding of call centre operations and service quality metrics

Excellent communication, feedback delivery, and stakeholder management skills

Ability to work in a fast-paced, performance-driven environment

Benefits

We offer an attractive salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer an excellent leave policy, a healthcare package and incentive programs, and other employee benefits. The result is a package that makes this role highly attractive to outstanding applicant sseeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality